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Relationship Officer, Investor Services -TPS At Stanbic IBTC

Date Posted: 03/Dec/2013
Deadline: 13/Dec/2013

Position Description

The Relationship Officer is responsible for working with and support the Relationship Managers in the maintenance, retention, growth and financial performance for a portfolio of Foreign and Domestic clients for Investor Services Nigeria.



Key Responsibilities/Key Result Areas:

The Relationship Officer has the following responsibilities:
§Responsible for the client experience in terms of Investor Services Nigeria relationships and ensure that queries are addressed with Operations teams.
§Ensure that relationship or market related queries are addressed in a timely manner
§Responsible for coordinating delivery of cards, flowers, cakes etc to client contacts on their birthdays, anniversaries etc
§Work closely with Investor Services Operations in delivering excellent services experience to all clients
§Maintenance and retention of a portfolio of clients
§Ensure impeccable data base of clients KYC documentations at every point in time.
§Responsible for billing and follow up on outstanding fee collections for Direct Custody clients.
§Follow up on all client contacts for Surveys and ratings every time a survey is open for participation
§Build and retain strong, sustainable internal and external client relationships 
§Proactively work with Relationship Managers in driving and managing portfolio pipeline and activities 
§Prompt preparation and circulation of call notes from all client engagements e.g. visits, meetings, phone calls, conference calls etc through Sales Force – ensure Sales Force dashboard data is kept current, accurate and complete
§Be up to speed with market/regulatory developments and to communicate the changes in the market to clients in good time as well as ensuring that the information communicated is accurate and comprehensive.
§Manage the workflow dashboard and ensure it is up to date with all work currently being undertaken.
§Work with Relationship Managers in developing proposals, pricing agreements and legal contracts for delivery to clients working with appropriate areas within Transactional Products and Services and Investor Services Sales Teams at centre.
§Work with relevant Relationship Manager in managing Due Diligence requests, Request for Information, Request for Proposal, Questionnaires processes and deliver quality documents and presentations to clients and work collectively with Investor Services Relationship Managers and Product Sales teams at Centre.
§Prepare and coordinate all presentations and presentation teams in terms of delivery to clients.
§Work with the relevant Relationship Manager in coordinate Executive engagement with clients.
§Actively participate in client on-boarding processes
§Administer the Account Opening and KYC/AML processing for clients and provide them with the necessary market information and process flows.
§Ensure the information contained within the market profile is always current and up to date.
§Business origination and development within the portfolio
§Good understanding of products, services and capabilities of Stanbic IBTC Bank Nigeria across Transactional Products and Services 
§Know Clients - In-depth knowledge of clients’ strategy, businesses, financial performance, industry outlook/trends and general macro/economic issues/trends (relevant to both the Bank and Clients) in (understand client needs!).


Key Performance Measures
§Outstanding fees older than 90 days not more than 20% of total outstanding fees
§Outstanding KYC of not more that 10% of clients acquired within the last 2 months
§Zero miss of Client celebrations
§Satisfactory Internal Audit rating for client on-boarding process
§Top rated Global Custodian score    
§General Management reporting i.e. weekly workflow, Operational MIS,  deal pipeline etc
§Client Calls and Call Reports (reflecting appropriate level, quantity and quality of interaction)
§Effective handling of all risk management and compliance issues
§Portfolio Actual Revenue (vs Prior Year and Budget) 



Important Relationships

Stakeholder engagement
•Relationship Managers within CIB Coverage
•Investor Services Relationship Managers at Centre
•Investor Services Product Sales Manager at Centre
•Stanbic IBTC Brokerage 
•Transactional Products and Services (Sales, Service, Product and Operations teams)
•Investor Services Operations team
•Global Markets Nigeria
•Strong sustainable relationship with client ensuring relevant touch points at various levels of Network Management and Operations 
•Interaction with the following clients
oInteraction with leading Broker Dealers 
oInteraction with leading Global Custodians 
oInteraction with Banks 
oInteraction with Non-Banking Financial Institutions

 

Method of Application

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